Creating a culture of customer advocacy

Closed-loop feedback using NPS to drive customer focus

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Trying to tell Apple just how many referrals you've made...

Friday, January 8, 2010 at 3:00PM

Jim Kerr of WAXQ radio (FM 104.3 in New York) had a hard time with the Apple Store's survey a few days ago.

Apple uses the Net Promoter Score in their store-level customer feedback system. In order to build a better understanding of the value of Promoters, they are apparently asking Promoters how many people they have recommended shop there.

As a radio announcer, Jim has sung the praises of the Apple Store to his listeners many times. Listen to the clip to hear an amusing experience answering this question.

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Copyright © 2010, 2011, 2017 Rob Markey. All rights reserved. ® NPS and Net Promoter and Net Promoter Score are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. The views shared here are solely my own, and not those of Bain & Company, Inc.